We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 375868 results
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Decision Reference DRN-5178246
5 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5178246 The complaint Mr A and Ms P complain about how Aviva Life & Pensions UK Limited has administered a life policy they hold with it. They’re unhappy with the outcome of a policy review which meant that they had to significantly increase their premiums in order to maintain t... (3 pages)View decision -
Decision Reference DRN-5734665
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5734665 The complaint Mr R complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr R has explained that in February and March 2... (2 pages)View decision -
Decision Reference DRN-5508711
5 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5508711 Complaint Mrs A is unhappy that Santander didn't reimburse her after she reported falling victim to a scam. Background In 2022, Mrs A became aware of an investment opportunity with a company referred to in this decision as “T”. T claimed to offer investment services acr... (3 pages)View decision -
Decision Reference DRN-5690347
5 Sep 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5690347 The complaint A limited company, which I will refer to as O, complains about the decision of Accelerant Insurance Europe SA/NV UK Branch to decline is commercial property insurance claim. What happened The following is intended only as a summary of the events. Additionally, ... (3 pages)View decision -
Decision Reference DRN-5281570
5 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5281570 The complaint Mr A complains that Barclays Bank UK PLC won’t refund money he lost when he was a victim of a scam. Mr A is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some k... (4 pages)View decision -
Decision Reference DRN-5647486
5 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5647486 The complaint Mr C complains about the poor level of service he received from Aviva Life & Pensions UK Limited when trying to setup an annuity. He says he experienced multiple delays over recent years, and continuously received incorrect information. What happened Mr C’... (4 pages)View decision -
Decision Reference DRN-5782957
5 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5782957 The complaint Mr M complains that American Express Services Europe Limited (AESEL) provided misleading insurance on its website. What happened Mr M holds a Platinum Card with AESEL. The card incudes a travel insurance benefit with cover provided by a third party, AXA. In Jun... (2 pages)View decision -
Decision Reference DRN-5750175
5 Sep 2025 Peter Stewart Associates Limited UpheldPensions and AnnuitiesDRN-5750175 The complaint Mr A’s representative has complained, on his behalf, about advice it says he received from Peter Stewart Associates Limited (PSA) to transfer the value of defined pension benefits from an occupational pension scheme (OPS) to a Self-Invested Personal Pension (SI... (31 pages)View decision -
Decision Reference DRN-5709232
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5709232 Complaint Mr S is unhappy that Revolut Ltd didn’t reimburse him after he reported falling victim to a scam. Background In early 2023, someone Mr S knew well contacted him about what they described as a promising investment opportunity with a company I’ll refer to as T. Mr S ... (3 pages)View decision -
Decision Reference DRN-5781598
5 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5781598 The complaint Mrs P has complained about the handling of her funds by Barclays Bank UK PLC following the death of her husband in May 2017. The complaint has been brought by Miss P, who is Mrs P’s daughter and the executrix of Mr P’s estate. Mrs P has given Miss P authority t... (2 pages)View decision
